Before attempting to upgrade a workgroup from a version
in the 4.x or 5.x series to the latest version, it is strongly recommended that
you make a backup of your database.

In addition, if you have manually applied any custom security to your
workgroups (such as file system permissions or IIS application settings),
you will need to re-apply these changes to this workgroup
after it is upgraded to the latest version. A
Web Server Security Overview
can be found in the Installation Help Guide.

This option should only be used to upgrade
workgroups in the 4.x or 5.x series. To upgrade a version 3.x workgroup,
please review the
Version 3.x Upgrade section.

It is recommended that you enter the relevant
license keys prior to upgrading your
workgroups. If the users in the workgroup you are upgrading are of a license
type that does not correspond to your license keys, your users may be blocked
from accessing ProblemTracker until you update the license types
or enter the license key(s) so the user information
corresponds with information entered into the
License Manager. For example, if you are upgrading a workgroup
that contains users with license type set to "Floating", but you do not have a
"Floating" license key entered for the latest version, your users will not be able
to login to ProblemTracker until you enter your Floating License Key into
the License Manager. For information on
changing the license type of a user, please use the
Edit a User operation after you have
successfully upgraded the workgroup. For information on entering your license
key information, review the
Windows 2003 / XP / 2000 Time ZonesWindows NT 4.0 Time Zones

Click on the Upgrade Data button to proceed, then click OK to confirm.

Upgrade Users from 4.x to the Latest Version
After the data has been upgraded successfully, a confirmation page will be displayed.
You will be prompted to upgrade your users.
In the latest version, users for all workgroups are added and maintained in the
License Administration section.
When upgrading a workgroup from Version 4.x to the latest version, each user
must be upgraded so that the user account can be maintained
using the License Administration section. Click on the Upgrade Users button
to proceed.

If there are conflicts present in your user accounts, you will be prompted to
resolve these conflicts before you can proceed with upgrading your users.
A user conflict can occur if you have a user id present in multiple
workgroups with different profile information. For example, if you have a user
account called dev_mgr which is present in 2 workgroups, but this user account
has a different Name and Email Address in each workgroup (as shown in the
image below). You will need to
choose which information will be associated with this user for both workgroups.

After clicking on the Upgrade Users button, if there any user conflicts, a page
similar to the image below will be displayed.

Users with "Yes" displayed in the User Details Conflict? column need to be
resolved before you can continue with the upgrade. Click on the Resolve button
in the "Action" column of each user id to resolve the conflict.
On the next page, details of the user conflict will be displayed. The first column
"Existing User Details" shows the user profile information already present for this
user account in the License Administration section (this information could be present
if you already upgraded another workgroup that contained a user account with the
same user id). The second column "Workgroup User Details" contains the user
profile information for this user id present in the workgroup you are attempting
to upgrade.

To resolve the user conflict:

You can either select the user profile information present in one of the columns
(by selecting either Existing User Details or Workgroup User Details in the pulldown
at the top of the Resolved User Details column). Click on the Update button to proceed.

OR

You can select the user profile information present in one of the columns
(by selecting either Existing User Details or Workgroup User Details in the pulldown
at the top of the Resolved User Details column), then change any of the information
you would like to save in the user's profile. Choosing this option will result in the user account
being saved with the profile information entered in the Resolved User Details column. Click
on the Update button to proceed.

OR

You can create a new user account to resolve the conflict. To choose this option,
select the user profile information present in one of the columns
(by selecting either Existing User Details or Workgroup User Details in the pulldown
at the top of the Resolved User Details column), then change the user id in the
Resolved User Details column to be different
from the user id displayed in the other columns. You cannot select a user id that is
already in use by another workgroup or a user id that is the same as a default user
(such as dev_one, dev_mgr, process_mgr, etc.). You may also change any other user profile
information in the Resolved User Details column, then click on the Update button to create this
new user account. This will resolve the user conflict and the existing user account already
present in the Workgroup Management System
(displayed in the Existing User Details column) will be preserved. This new user account will
be counted toward the license limits for the keys you have entered in the
ProblemTracker License Manager. Once you have renamed
the user id and click on the Update button, you will not have another opportunity to
change this user's profile information until after the Upgrade Users process is complete.
After the users have been upgraded, you can use the
Edit User option in the
License Administration section to make
changes to this user.

After making your selection and / or entering the user details in the
Resolved User Details column, click on the Update button. Click
on the Resolve button for another user to continue resolving the conflicts.

Users with "No" displayed in the User Details Conflict? column
do not have a conflict present. If you wish to modify the profile information
for a user which had a conflict resolved, click on the Edit button displayed in the
"Action" column for the user account, modify the profile
information in the Resolved User Details column, then click Update to
save your changes.

Once all users have "No" listed in the User Details Conflict? column and there are no longer
any Resolve buttons in the "Action" column (as shown in the image below), you can
proceed with the upgrade process by clicking on the Upgrade Users button.
A confirmation will be displayed when the user upgrade process is complete.

Click on the Home icon to return to the Workgroup Management System Home Page.
Your upgraded workgroup will now be displayed on the list of workgroups on the
Home Page. To login to your upgraded workgroup, click on the
key icon to the left of the name of your upgraded workgroup. A separate
window will be launched with the workgroup's login page.

Editing a User Profile during the Upgrade Users operation

When the Edit button is present in the Action column during the
process of upgrading users, you can click on the Edit button to make
changes to a user's profile. The Edit button will not be displayed for
any users which did not have a user conflict. You can only edit users
without conflicts
after the Upgrade Users operation is complete by using the
Edit User option in the
License Administration section.
After clicking on the Edit button in the "Action" column of a user,
you can select one of the following options to
make changes to the user:

Select the Existing Workgroup Details option in the pulldown at the
top of the Resolved User Details column to fill the Resolved User Details
column with the profile information present in the Existing Workgroup Details column.
You can change the information in the Resolved User Details column, then
click Update to save the changes.

OR

Select the Workgroup User Details option in the pulldown at the
top of the Resolved User Details column to fill the Resolved User Details
column with the profile information present in the Workgroup User Details column.
You can change the information in the Resolved User Details column, then
click Update to save the changes.

OR

Select the Resolved User Details option in the pulldown at the
top of the Resolved User Details column to fill the Resolved User Details
column with the profile information you last saved for this user when you
were resolving the conflict
(by clicking on the Resolve button from the list of conflicts). You can change the
information in the Resolved User Details column, then click Update to save the changes.